CISAS Complaints Data

The following graphs show the Case Outcomes for Broadband, Landline and Mobile from all major telecommunications providers. The Tables indicate Mobile, Landline and Broadband Case Categories from all major telecommunications providers for the years 2018, '19 and '20.

Key Performance Indicators

Performance Reports

Throughout the year we publish reports on a quarterly basis showing our performance against Key Performance Indicators (KPIs) which have been agreed between CISAS and Ofcom.

2020

Performance Indicator

Target

Q1

Q2

Q3

Q4

More than 80% of calls to be answered in less than two minutes.

>80%

97%

N/A

N/A

N/A

More than 90% of calls to be answered in less than five minutes.

<10%

0%

N/A

N/A

N/A

100% of written correspondence to be replied to within ten days.

95%

99.5%

N/A

N/A

N/A

More than 90% of case decisions to be issued within six weeks of the case being accepted.

>90%

97%

N/A

N/A

N/A

Less than 1% of case decisions to be issued later than eight weeks after the case has been accepted.

<1%

0.5%

N/A

N/A

N/A

2019

Performance Indicator

Target

Q1

Q2

Q3

Q4

More than 80% of calls to be answered in less than two minutes.

>80%

100%

100%

100%

100%

More than 90% of calls to be answered in less than five minutes.

<10%

0%

0%

0%

0%

100% of written correspondence to be replied to within ten days.

95%

100%

100%

100%

99%

More than 90% of case decisions to be issued within six weeks of the case being accepted.

>90%

96.4%

97.7%

98%

97%

Less than 1% of case decisions to be issued later than eight weeks after the case has been accepted.

<1%

1%

0.2%

0.2%

0.5%

2018

Performance Indicator

Target

Q1

Q2

Q3

Q4

More than 80% of calls to be answered in less than two minutes.

>80%

99%

99.7%

99%

99.8%

More than 90% of calls to be answered in less than five minutes.

<10%

0.9%

0%

0%

0.1%

100% of written correspondence to be replied to within ten days.

100%

100%

100%

100%

100%

More than 90% of case decisions to be issued within six weeks of the case being accepted.

90%

82%

96%

>90%

86%

Less than 1% of case decisions to be issued later than eight weeks after the case has been accepted.

<1%

3%

0%

0%

1%

Note: KPI 4 was missed for the quarter due largely to date calculation error that allowed an extra week for the process. In practice 230 cases were completed in a time frame of between 6 and 8 weeks. KPI 5 was also missed by a small margin (1.2%) due to a small number of cases that required additional review. We believe the issue with KPI4 has now been correctly diagnosed and expect the KPI target to begin to improve from January 2018.

Key performance indicators were changed by Ofcom in late 2017 and retrospectively applied to the 2017 case work